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Returns/Shipping Guidelines

Returns:

There are a number of reasons a return is warranted, and there are a number of ways we can help depending on the situation. The following "how to" guide tells you what you should do in the most common situations. If you would like to read our complete company policy, it can be viewed HERE.

Q: How to return an item:

We know how stressful it can be to receive something that doesn't quite meet your expectations. That's why TMP makes it easy to return merchandise. If the item is defective or damaged, and you would like a replacement, please refer to either "How to replace a defective item" or " How to replace an item damaged from shipping" sections. If it is not defective or damaged, and you would like a credit or refund, these guidelines are for you:

  • Email Customer Service at to request a "Return Authorization". The request must include the item number(s), quantity to be returned, original invoice number(s), and invoice date(s), and it must be received by TMP no later than four (4) months after the invoice date for each of the products you wish to return.
  • Pack the product in its original packaging and include all materials that originally came with the product. Securely protect it from damage by placing in an outer carton. DO NOT write or place shipping labels or stickers on the original product packaging.
  • TMP will email you a Return Authorization # and shipping address. Please be sure to return the product to the shipping address provided. Also be sure the Return Authorization# is visible on the shipping label (do not write this number on the package).
  • As soon as we receive the item, we will credit the original credit card used, leave an open credit on the account. We can even send a check refund if you wish. Our customer service is the best. They're here to serve you.

Please note: TMP reserves the right to approve or deny returns. Distribution Products that are sent to TMP without a Return Authorization Number will be returned to the sender un-repaired at the sender's expense. A restocking fee may apply at TMP's and/or the Vendor's discretion. TMP is not responsible for damage caused during shipping to our warehouses. In the case of shipping damage, authorized dealers will need to file claims with the carrier. Please read the complete policy HERE.

Q: What if I received something I did not order?

A: If you received something you did not order, we will reship the correct product as soon as possible. It's a quick and simple process:

  • Report the incorrect and/or missing items to Customer Service () within 5 days.
  • We will reship the correct item and issue a call tag for the return of the mis-shipped product.

Please note: All replacement items shipped for customers with Credit Card terms will be charged at time of shipping. Once the mis-shipped items are returned the Credit Card will be credited back. Please read the complete policy HERE.

Q: How to replace a defective item:

TMP Pro prides itself on stocking the finest products in the industry. We select manufacturer partners who abide by the strictest quality control standards. However, defects do happen. To return a defective item:

  • Email Customer Service at to request a "Return Authorization". The request must include the item number(s), quantity to be returned, original invoice number(s), and invoice date(s), and it must be received by TMP no later than four (30) days after the invoice date for each of the products you wish to return.
  • Pack the product in its original packaging and include all materials that originally came with the product. Securely protect it from damage by placing in an outer carton. DO NOT write or place shipping labels or stickers on the original product packaging.
  • TMP will email you a Return Authorization # and shipping address. Please be sure to return the product to the shipping address provided. Also be sure the Return Authorization# is visible on the shipping label (do not write this number on the package).
  • As soon as we receive the defective item, we will replace it.

Please note: Distribution Products that are sent to TMP without a Return Authorization Number will be returned to the sender un-repaired at the sender's expense. Distribution Products damaged due to negligence, misuse, or abuse, are not covered under this policy. Depending on the warranty of the manufacturer, the product may be returned directly to the manufacturer for repairs and parts. The manufacturer may charge for any repairs or parts provided at their discretion. TMP is not liable for any delay or financial obligation arising from defective items. All replacement items shipped for customers with Credit Card terms will be charged at time of shipping. Once the defective items are returned the Credit card will be credited back for the advanced replacement. Please read the complete policy HERE.

Q: How soon will I receive a replacement for my defective item?

A: As long as we are notified within thirty (30) days of the invoice date, we will be able to ship the replacement immediately on the same shipping terms or method used for the original shipment*. After the 30 day window, defective items are handled through the manufacturer's warranty.

Please note: Subject to product availability in stock. If the item is not in stock we will attempt to drop ship a replacement directly from the manufacturer. Expedited shipping is available for an additional charge. Please read the complete policy HERE.

Shipping:

Q: I gave the wrong address! Can I change the destination of my order once it ships?

A: Things happen. We understand. Thankfully our carriers, Fed Ex and UPS will both allow for a change of address after an order has shipped. This is what you need to know:

  • Please contact Customer Service () with the correct address.
  • We will contact the carrier and request the change

Please note: TMP cannot guarantee the carrier will redeliver to the changed address as requested. There is an $11 redirect fee that applies to all packages on redirected orders. This fee will be added to your invoice. Please read the complete policy HERE.

Q: When will my order ship?

A: We strive to ship your order ASAP! Normally, items that are in-stock can ship the same day if you place your order before the cut-off times noted below. Orders for items that are not in-stock are subject to manufacturer's availability and shipping terms.

Cut-off times for shipping the same day:

  • a. If we are shipping UPS ground, the times will be as follows:
    • i. TMP East - 3:00 PM EST
    • ii. TMP West -5:00 PM EST
    • iii. TMP Central - 3:00 PM EST
  • b. If we are shipping express shipments, the times will be as follows:
    • i. TMP East 4:00 PM EST
    • ii. TMP West 4:30 PM EST
    • iii. TMP Central 2:00 PM EST
  • c. If we are shipping LTL, the times will be as follows:
    • i. TMP East - 1:00 PM EST
    • ii. TMP West - 4:00 PM EST
    • iii. TMP Central - 2:00 PM EST


  • We will contact the carrier and request the change

Q: How can I tell if my order has shipped or not?

A: Register online! Once registered and logged in, go to the "My TMP dealer dashboard" and click on the "Orders" button. You can view all of your orders with the last six months, and check the status of your orders on the order page. If an item has shipped, the status will show as "Closed" for that item.

Q: How to replace an item damaged from shipping?

While we take extreme care in packing and shipping your items, products rarely do get damaged during shipping.

Here's what to do:

  • Check the shipment carefully to be sure there are no items missing altogether. In very rare cases of shipping damage items may be missing from the box.
  • Contact Customer Service () and report any items that were damaged from shipping, or missing, within 5 days of shipment.
  • We will reship a replacement item and file a claim with the carrier for damage.
  • Replacement items will be shipped as soon as available.

Please note: TMP is not liable for any delay or financial obligation arising from items damaged in shipping. Please read the complete policy HERE.




The Dealer dashboard has many other features as well. We will be adding a "How to use the dealer dashboard" page soon. Stay tuned for more updates.
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Tel.: (800) 289-8889

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